About Us:
At Kuoni Tumlare, we design and deliver exceptional travel experiences through a comprehensive
portfolio of destination management solutions. With over 100 years of experience, we serve a global network of partners by offering series tours, educational trips, MICE events, and more.
The Job:
The IT Support Team Lead is responsible for leading and managing the IT Support team, ensuring the effective delivery of high-quality IT services to users across the organisation.
The IT Support Team Lead is responsible for leading and managing the IT Support team, ensuring the effective delivery of high-quality IT services to users across the organisation.
The role provides day-to-day leadership, workload management, technical guidance and escalation support while ensuring incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
The Team Leader acts as a key link between the IT Support team, wider IT functions and the business, driving continuous improvement and a positive user experience.
Staff management
Lead, manage and motivate the IT Support team.
Allocate daily workload and ensure appropriate support coverage.
Conduct regular 1-to-1s, performance reviews and team meetings.
Set team objectives and monitor individual performance.
Identify training and development requirements.
Support recruitment, onboarding and development of IT Support staff.
Manage holidays, sickness and team resource planning.
Build a collaborative, customer-focused support culture.
Service Management
Oversee the day-to-day operation of the IT Support function.
Ensure incidents and service requests are appropriately prioritised and assigned.
Monitor SLA performance and ensure tickets are progressed and resolved within agreed timescales.
Provide escalation support for complex or high-priority incidents.
Coordinate the response to major incidents where required.
Ensure tickets contain appropriate investigation and resolution information.
Identify recurring incidents and escalate them for Problem Management.
IT Functions
Provide technical leadership and guidance to the support team.
Assist with complex technical issues where escalation is required.
Support end-user technologies including: Windows, Microsoft 365, Teams, Entra ID / Active Directory, Intune, Laptops and desktops, Printers and peripherals, Mobile devices, Network connectivity, Citrix / desktop environments where applicable
Ensure standard troubleshooting and support procedures are followed.
Management
Act as a senior point of contact for IT Support.
Develop effective relationships with business stakeholders.
Provide enhanced support for VIP and senior management users where required.
Communicate clearly during major incidents and service disruptions.
Ensure users receive timely updates on significant issues.
Monitor user satisfaction and identify opportunities to improve the service.
What You Need To Succeed:
3-5 years of relevant work experience
3+ year experience in international company
Software/hardware diagnosis skills
AD/Entra knowledge
IT Networking knowledge
Familiar with ITSM-systems
Outstanding communication and interpersonal skills
Good spoken and written English (upper intermediate or higher)
What we offer:
Global Brand: Opportunity to work in an international environment
Stability: 100 Years at the top of our field and still pushing into new territory
Progression: We reward high performers and look to promote key talent internally
Learning and Development opportunities for growth and Upskilling
A Supportive Management Culture and autonomous working environment
Company Wide Bonus Scheme
Dedicated Employee Engagement Activities
Flexible & Hybrid Working
Annual Awards and Recognition for high Performers
Friendly and Collaborative work environment
Skills Required
- 3-5 years of relevant work experience
- 3+ years of experience in an international company
- Software and hardware diagnosis skills
- Active Directory and Microsoft Entra knowledge
- IT networking knowledge
- Familiarity with ITSM systems
- Outstanding communication and interpersonal skills
- Good spoken and written English at upper-intermediate level or higher
Kuoni Tumlare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kuoni Tumlare and has not been reviewed or approved by Kuoni Tumlare.
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Wellbeing & Lifestyle Benefits — Hybrid working, a workation option, travel opportunities, and the Caring4You wellbeing program with mental-health support stand out in the package. These lifestyle-oriented elements are described as meaningful advantages that enhance day-to-day experience.
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Healthcare Strength — Some locations offer health insurance alongside wellbeing resources, indicating a solid health-focused offering. Mental-health support and mentoring are explicitly included through the Caring4You program.
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Leave & Time Off Breadth — In certain markets, additional time-off elements such as paid health days and seniority-based service leave are available. These extras augment the core holiday allowance and contribute to perceived benefits depth.
Kuoni Tumlare Insights
What We Do
Kuoni Tumlare is a world-leading global destination management company (DMC) with over 100 years of experience. It specializes in delivering seamless MICE (Meetings, Incentives, Conferences, and Exhibitions) events, travel solutions, and unforgettable experiences. With a global footprint across 30+ countries, the company focuses on connecting cultures and creating value for partners and society through expert local destination knowledge and innovative travel services.
